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Air Berlin:
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Air Berlin:
Gepäcksverlust
114 Views | 09.01.2017 | 15:08 Uhr
geschrieben von GHM Hendriks
Air Berlin PLC & Co. Luftverkehrs KG (Dusseldorf)
Airberlin does not respond to e mails.
We accept the compensation but the complaintnumber is no longer valid.
The airberlin flight of august 27 from JFK to Dusseldorf had been cancelled bij Airberlin due to technical problems. Our son of 17 accepted the alternative via Madrid and arrived in Dusseldorf after more than 7 hrs delay. Our daugther made other arrangements. Both are entitled to a compensation because of European Regulations 261/2004. A maximum compensation of 600 per passenger!
We were offered a discount of 100 euro which we did not accept.
A month ago Airberlin offered a compensation of 1200 euro in cash or a discount of 1500 euro on our next flight. We wanted to accept the 1200 euro in cash but are unable to accept this offer, because the system of Airberlin does not recognize our complaintnumber any more.
May be this is a company policy. May be it is a computer problem. We do not know.
Every day we are sending an e mail to Airberlin. We would like to know if Airberlin received our acceptance of their offer. Unfortunately they do not respond. Unfortunately we are not able to get in touch with Airberlin by telephone.
Does anyone have had the same experiece?
It is also not a nice way to send a complaining passenger in January 2013 from the side of the airline a sustained letter full of Generalfelkeln and then not to report nine (!) Months to this:
'. Thank you for your letter of.
We have accepted the above mentioned facts under the above-mentioned mark and recorded them in our quality assurance system. Our customer service department handles a wide range of different customer requests and requests. We can very well understand that you want to process your request in a timely manner. We also have the right to individually examine customer queries and respond promptly.
At the present time there are unfortunately increased processing times due to a seasonally increased request volume. We apologize for any inconvenience.
However, with your processing symbol, you have the certainty that your process will be processed and we will get in touch with you unsolicited. Since we may still need some documentation, we kindly ask you to keep all records relating to the facts. Be assured that we will work with high pressure to reach the usual, timely processing of all customer requests. Thank you very much.
Yours sincerely, Your airberlin customer service '
By entering the text passage 'At this point in time, increased processing times arise due to a seasonally increased request volume. For this, we ask you in advance 'with the Internet search engine' google 'I had to realize that this is a serial letter, which at least since IV quarter of 2011 by the airline is used.
There is also the fact that two intermittent written questions are not responded and the customer service is not available by phone.
To get your money you must bring a court action. Otherwise you have noch chance to get your money.